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| − | = Agent's Guide= | + | =Agent's Guide= |
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| + | __NOINDEX__ | ||
| + | {{Template:PEC_Migrated}} | ||
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<onlyinclude> | <onlyinclude> | ||
__NOTOC__ | __NOTOC__ | ||
<div class="map-box"> | <div class="map-box"> | ||
====Basics==== | ====Basics==== | ||
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*[[QuickStart|Getting started]] | *[[QuickStart|Getting started]] | ||
| − | *[[ | + | *[[ADchannels|Digital channels]] |
*[[custinter|What are Interactions?]] | *[[custinter|What are Interactions?]] | ||
*[[intinter|Connecting with other agents]] | *[[intinter|Connecting with other agents]] | ||
*[[Nav|Navigating the Interface]] | *[[Nav|Navigating the Interface]] | ||
| + | *[[AD|Using the Agent Desktop v9]] | ||
| + | *[[AgentDesktop|Using the Agent Desktop v8]] | ||
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Channels==== | ====Channels==== | ||
| − | *[[ | + | |
| − | *[[ | + | *[[ADVoice|Voice calls]] |
| − | *[[ | + | *[[ADemail|Email]] |
| − | *[[ | + | *[[ADChat|Chat]] |
| + | *[[ADOutbound|Outbound campaigns]] | ||
| + | *[[ADFacebook|Facebook]] | ||
| + | *[[ADTwitter|Twitter]] | ||
| + | *[[ADWhatsApp|WhatsApp]] | ||
| + | *[[ADSMS|SMS]] | ||
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Managing Contacts==== | ====Managing Contacts==== | ||
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*[[contacts|Finding contacts]] | *[[contacts|Finding contacts]] | ||
*[[hist|Finding past interactions]] | *[[hist|Finding past interactions]] | ||
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<div class="map-box"> | <div class="map-box"> | ||
====GPlus Adapter==== | ====GPlus Adapter==== | ||
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*[[GPAStandardMode|Gplus Adapter for Salesforce]] | *[[GPAStandardMode|Gplus Adapter for Salesforce]] | ||
*[[GPAWWE|Gplus Adapter for Salesforce - Agent Desktop option]] | *[[GPAWWE|Gplus Adapter for Salesforce - Agent Desktop option]] | ||
| + | *[https://all.docs.genesys.com/GAMD/Current/Agent Gplus Adapter for Microsoft Dynamics 365] | ||
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Workforce Management==== | ====Workforce Management==== | ||
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*[[WorkforceManagement|User's Guide]] | *[[WorkforceManagement|User's Guide]] | ||
</div> | </div> | ||
| − | <br clear=all> | + | <br clear="all"> |
{{CloudStep_Stack | {{CloudStep_Stack | ||
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| − | ==About Genesys | + | ==About Genesys Engage cloud== |
{{BusinessHeader_Right}} | {{BusinessHeader_Right}} | ||
Latest revision as of 12:32, October 2, 2020
Agent's Guide
Basics
Channels
Managing Contacts
GPlus Adapter
Workforce Management
What is the role of an Agent ?
As an agent, you can be assigned to specific channels, consult with team members, and assist customers by providing standard responses to their questions.
Ready? Watch the video for a quick tour of Agent Desktop, and then get started.
Looking for answers to specific questions? Try these topics:
- Customer interactions
- Internal interactions
- Channels
- Contact Directory
- Reports on how I'm doing and how my contact center is doing
About Genesys Engage cloud
Genesys Engage cloud architecture leverages the world-class SIP-based GVP/Media Services products at the core of Genesys Engage while providing the full Genesys Engage suite of services in the cloud. This offer is customizable to meet the needs of enterprise customers, whether they need a large number of seats, heavy-duty premise system integration, or bespoke routing and reporting. Built on market-leading universal queuing and routing features, the full Genesys Engage suite will add the ability to support blended agents of any type, including blending inbound with outbound, voice with e-Services, or any other combination.